MSK commonly asked questions

What is musculoskeletal treatment?

Musculoskeletal treatment is a specialised medical field dealing with the diagnosis and treatment of problems arising from the musculoskeletal system.

This includes injuries and diseases affecting the muscles, bones and joints of the limbs and spine. MSK physicians treat these conditions without surgical intervention.

At Bupa we offer the following MSK services:

• Physiotherapy
• Osteopathy
• Musculoskeletal physician

What qualifications do Bupa MSK specialists have?

All of our musculoskeletal specialists are registered and Bupa approved.

All of our Bupa health centre physiotherapists have been qualified for at least two years. They are also registered with the The Health and Care Professions Council (HCPC).

Our MSK physicians are all doctors registered with the General Medical Council (GMC). They may have specialist registrations in areas such as sport and exercise medicine, anaesthetics and trauma and orthopaedic surgery.

Do I need a referral to have treatment?

No, you do not need a referral.

Anyone over the age of 16 can book an appointment. You don’t need a referral to get treatment.

If you do have a referral from your GP, you are able to still use our musculoskeletal services.

What happens if I have health insurance?

You can get an appointment using your health insurance, even if it isn’t with us.

Please check with your insurance provider that they’ll cover your treatment before booking with us. If you want to use your health insurance to cover the cost of your appointment, you’ll need to provide us with your health insurance details. To do this you will need to make a booking over the phone on 0370 218 7532. Lines open Monday to Friday 8am to 8pm, and Saturday 8am to 4pm. We may record or monitor our phone calls.

Can I change or cancel my appointment?

If you need to change or cancel your appointment please contact us at least one working day before your appointment is scheduled.

For physiotherapy and osteopathy you will be charged 100% of the appointment cost if you fail to attend or cancel with less than 24 hours notice.

For musculoskeletal physicians, you will be charged 100% of the appointment cost if you fail to attend or cancel with less than 24 hours notice. If you cancel your appointment with less than 72 hours notice, you will charged 50% of the appointment cost.

Can I get language or translation support?

We can support you with over 200 languages and dialects.

We can use Language Line to help translate your appointments. If you would like to use translation services in your appointment please call us on 0345 268 2569. Lines open Monday to Friday 8am to 6pm. We may record or monitor our phone calls.

I have a disability or impairment, can you make adjustments for me?

Yes, we can make adjustments and support you.

Our bookings team will be happy to let you know how we can help. Depending on your needs, there are different ways we can support you.

We can support you if you have restricted mobility. Please contact our bookings team on 0345 600 7265 if you need any assistance. Lines are open Monday to Friday 8am to 6pm. We may record or monitor our phone calls. Some of our health centres do not have dedicated parking, so our team can help with access instructions.

If you have hearing, speech or visual impairments you can let us know using our live chat Monday to Friday 8am till 8pm, and Saturday’s 8am - 5pm.

If you’d rather contact us via the phone you can also use Relay UK. They have advisers who can relay your message to Bupa colleagues for you. Dial 18001 before a phone number to use this service, or download Relay UK’s app on a smartphone.

You can bring a friend or relative with you, if that makes you more comfortable. If you have a carer or signer, you can arrange for them to come to your appointment.

Bupa health centres providing musculoskeletal services do not have specialised equipments such as hoists.

What do I need to do on the day of my appointment?

Please arrive 15 minutes early to check in at reception and make sure your details are up to date.

Bring a form of ID with you. If you think you might be late, please contact the clinic as soon as possible to let them know.

What do I need to wear to my appointment?

You can wear clothes that are loose fitting and comfortable.

Wear loose, comfortable clothing that’s easy to move or take off. Some appointments may involve examining your muscles or joints, so your specialist may need to see certain areas of your body.

You can also bring clothes to change into if needed. Trainers or shoes you can take off easily are a good choice.

What do I need to bring to my appointment?

You may need to bring any letters or medications.

If you have any previous tests such as X-ray or MRI scans, you can bring the results of these. If your doctor has referred you and you have a letter, you can also bring that. If you take any medications, your specialist may ask you what you are taking.

Will you share details of my treatment with my GP?

No medical or personal information will be we shared with your GP or anyone else without your consent.

When you make a booking you will provide us with some personal details. We will open a confidential medical file for records of your treatment. Patient records are subject to strict rules of confidentiality. No personal or medical information will be shared with anyone without your consent.

If you have a referral from your GP, we can send a letter with an update on your progress if you consent. If you have no referral from your GP, we can notify them on your request.

What if I need more treatment?

Our specialists will be able to advise you on any further treatment you need.

If you have had a flare-up of an existing condition, or the onset of a new condition, our specialists will be able to assess you and advise on a treatment plan. If necessary, they may also be able to refer you for further diagnostic tests or treatment with another type of specialist or consultant.

If you need to return for more treatment you can book another initial appointment.